Recommended actions available with account onboarding
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Summary of Recommended actions available with account onboarding
This guide outlines the predefined recommended actions included in the base system to assist ServiceNow customers during the account onboarding process. These actions support key onboarding tasks such as installing and configuring Service Exchange for Consumers, registering consumers, and importing data. The recommendations streamline onboarding by providing guided instructions, automated field assignments, and troubleshooting assistance.
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Recommended Actions for Service Exchange Installation
- Installation Guidance: Step-by-step instructions accessible via the Related Knowledge tab help you complete the Service Exchange installation.
- Troubleshooting Setup Issues: A Guided Decision Tree helps diagnose and resolve errors during setup by prompting for error messages, Service Exchange version, and providing tailored solutions or escalation paths.
- Auto-Assignment: You can assign recommended users or contacts directly to the Service Exchange installation task, automatically populating the Assigned to and Contact fields to streamline task management.
Recommended Actions for Service Exchange Consumer Registration & Configuration
- Consumer Registration: Initiate registration by specifying the consumer account name, customer contact, and ServiceNow instance URL. The registration process integrates smoothly without disrupting onboarding.
- Troubleshooting Registration Issues: Similar to installation troubleshooting, a Guided Decision Tree assists with resolving registration errors based on version and error message inputs.
- Auto-Assignment: Assign recommended users to registration tasks to auto-populate task fields, improving efficiency.
Recommended Actions for Data Import
- Data Import Guidance: Step-by-step instructions facilitate importing and validating data seamlessly.
- Troubleshooting Import Failures: A Guided Decision Tree supports diagnosis and resolution of import issues by selecting from common problems and following provided instructions.
- Auto-Assignment: Assign recommended users to data import tasks to streamline workflow through automatic field population.
Practical Benefits
By leveraging these predefined recommended actions, ServiceNow customers can expect a more efficient onboarding experience with reduced manual effort, clear guidance through complex tasks, and built-in troubleshooting to quickly resolve common issues. Automated assignment features further enhance task tracking and accountability during onboarding.
Use the predefined recommended actions that are available with the base system during the account onboarding process.
Recommended actions are available for the following account onboarding tasks:
- Install Service Exchange for Consumer.
- Service Exchange Consumer Registration & Configuration.
- Data import recommended actions.
Install Service Exchange for Consumer
The following recommendations are available:
- This recommendation guides you through the Service Exchange installation process. To view the instructions:
- Open the record for this task.
- Click the Related Knowledge tab and click on the link to view the Knowledge Base article.
- Troubleshoot Service Exchange Failed Setup: This is a Guided Decision Tree that can assist you in troubleshooting issues that have occurred while setting up Service Exchange. Answer the queries and click Next to continue with the troubleshooting process.
- Select Yes to indicate that you are facing issues onboarding a consumer.
- Select the error message that appears from the drop down list.
- Specify whether your Service Exchange version is 1.0.4 or later. If you select No, the troubleshooting process ends and you must contact customer support for assistance. If you select Yes, you will see further information on how to troubleshoot the issue.
- Assigned to Field Recommendation: Click Assign to assign the recommended user and auto populate the Assigned to field in the Service Exchange installation task.
- Contact Recommendation: Click Assign to assign the recommended contact and auto populate the Contact field in the Service Exchange installation task.
Service Exchange Consumer Registration & Configuration
The following recommendations are available:
- Register a Consumer: This recommendation provides instructions on how a consumer can register with a Service Exchange provider during the account onboarding process.
- Click Start Registration.
- Specify the Account Name (the consumer) being registered, and the customer contact.
- Enter the URL for the consumer's ServiceNow instance.
- Click Register. The consumer record is created in the registration table and the registration process is initiated. The registration process is seamless without any interruption to the account onboarding process.
- Troubleshoot Service Exchange Failed Setup: This is a Guided Decision Tree that can assist you in troubleshooting issues that have occurred while setting up Service Exchange. Answer the queries and click Next to continue with the troubleshooting process.
- Select Yes to indicate that you are facing issues onboarding a consumer.
- Select the error message that appears from the drop down list.
- Specify whether your Service Exchange version is 1.0.4 or later. If you select No, the troubleshooting process ends and you must contact customer support for assistance. If you select Yes, you will see further information on how to troubleshoot the issue.
The following image shows the recommended actions and troubleshooting tips for the Service Exchange Consumer Registration & Configuration task. To initiate the registration process, click Start Registration and follow the guided flow to register the consumer.
- Assigned to Field Recommendation: Click Assign to assign the recommended user and auto populate the Assigned to field in the Service Exchange Consumer Registration & Configuration task.
Data import recommended actions
The following recommended actions are available for the data import task:
- Data Import Task Guide: Provides step by step instructions on how to import and validate data.
- Assigned to Field Recommendation: Click Assign to assign the recommended user and auto populate the Assigned to field in the Data Import task.
- Troubleshoot Data Import Failure: This is a Guided Decision Tree that can assist you in troubleshooting the data import process. Answer the queries and click Next to continue with the troubleshooting process.
- Select Yes to indicate that you are facing issues while importing data.
- Select the issue from the drop down list.